Services Support Associate, Contact Center

About the role

Deloitte is looking for a Services Support Associate to join its Technology team in Hyderabad. The associate will act as the first point of contact for Deloitte member firms, handling voice and non‑voice queries, troubleshooting hardware and software issues, and ensuring smooth knowledge‑base updates. The role operates on a 2 PM – 11 PM shift and offers exposure to a global user base across the Americas, EMEA and APAC.

Responsibilities

• Resolve incoming support tickets via phone, email, chat, or web‑forms, covering hardware, operating systems, applications and access problems.
• Document incident details, troubleshooting steps and resolutions in the ticketing system.
• Monitor ongoing outages, apply updated guidance and communicate status to users.
• Maintain performance metrics such as first‑call resolution, customer satisfaction and schedule adherence.
• Contribute to knowledge‑base articles, process documentation and team training material.
• Collaborate with global stakeholders, escalating complex issues when required.

Eligibility

• Bachelor’s degree or diploma in Computer Science, Electronics, Commerce, Computer Applications or a related discipline.
• 0‑4 years of experience in technical support, help‑desk or contact‑center environments.
• Strong written communication skills and ability to work with distributed teams.
• No active academic backlogs; minimum 60 % or 6.5 GPA (if applicable).

Skills

• Incident management and ticketing tools.
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
• Windows 10, macOS, basic networking and internet fundamentals.
• Hardware and software troubleshooting.
• Knowledge‑base creation and documentation.

Benefits

• Competitive industry‑standard salary package.
• Access to Deloitte’s global learning platforms and leadership center.
• Comprehensive health and wellness programs.
• Opportunities for cross‑border collaboration and career growth.
• Inclusive culture that encourages innovation and mentorship.